Technical Support Engineer
Cairo, مصر Project / Product management
Job description
about the role
· To provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls/ Inquiries, incident opening, qualification and management, troubleshooting and resolution.
· To be responsible for the management of both proactive and reactive incidents, ensuring a professional and consistent delivery of quality services to our Customers.
· To provide a professional first point of contact for the Customer.
· To accurately log all incidents/ inquiries in a timely and effective manner.
· Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/ products utility program wherever possible.
· Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.
· To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
· To resolve by himself most of the incidents on all Services .. To own the incident management from creation to resolution.
· Document all troubleshooting and incident management actions via the ticketing systems.
· To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
about you
· Very good interpersonal and communication skills.
· Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
· Excellent customer skills are required.
· Problem solving skills.
· Ability to work under pressure.
· Multitasking skills are required.
· Preferred to have knowledge on delivered technologies:
· CCNA certification is a plus
· Fluent in English (French & German is a plus).
additional information
Educational background and Professional Experience:
· B.Sc. Engineering, Telecommunications or Computer Science.
· (0 -2) years of experience in similar scope.
department
Customer Services & Operations
contract
Regular